Customer engagement and experience is the new competitive battleground. Brands have a 24/7 relationship with their consumers that is becoming more dynamic and volatile every day, with the onslaught of the Internet of Things, new devices and modes of interaction, requiring agility and innovative tools and techniques.
Constant innovation is vital to keep up with the evolving demands of the digital experience/customer. The pace of change makes it even more important for customer engagement tools to be flexible and agile. A rigid platform simply won't work for thriving digital businesses.
Business must integrate and automate technologies, processes, data, and people to keep up with rapidly evolving personalized customer engagement. Innovation is the key to success for rapid time to delivery as well as keeping up with ever-changing customer tastes and demands.